User Experience (UX): A key lever for the digital adoption and performance of business tools

‍Definition ofuser experience

User experience (UX ) refers to the way in which an individual perceives, feels and interacts with a digital interface, product or service. This experience encompasses all the emotions, perceptions, responses and behaviors elicited during the use of a digital solution.

In business, UX is a strategic issue, as it directly influences user satisfaction, engagement, efficiency and, ultimately, the success of digital transformation projects.

Why is user experience crucial in business?

Improving user experience isn't just about pleasant design: it's about making complex business applications easier to use, reducing friction, and encouraging digital adoption at all levels of the organization.

According to a Forrester study, a good UX can increase conversion rates by up to 400%. Conversely, a neglected UX can lead to rejection of digital tools, operational errors and lower productivity.

The pillars of user experience

1. Usability: Ease with which a user can accomplish tasks.
   
2. Accessibility: The ability to make a tool usable by everyone, including people with disabilities.
   
3. Usefulness: Relevance of the functionalities proposed to meet a business need.
   
4. Ergonomics: Intuitive, consistent interface design.
   
5. Emotion: A positive overall feeling that encourages adoption and loyalty.
   
   

Strategies for optimizing UX in digital transformation projects

• Co-creation with end-users: involving employees right from the design phase.
  
• Regular usability testing throughout the development cycle.
  
• User-centered design (UCD ): an approach that puts the user at the heart of every decision.
  
• Contextual digital adoption: integration of interactive guides, such as those offered by Knowmore, to accompany the user at the right time, in the right context.
  
  

Use case: UX and digital adoption in large companies

Companies such as Airbus, Société Générale and L'Oréal have integrated an advanced UX approach into their digital transformation projects. For example:

• Société Générale has redefined the interface of its internal CRM tools to improve the sales efficiency of its teams.
  
• L'Oréal has carried out a UX redesign of its internal HR management platforms, encouraging rapid adoption by employees.
  
  

At Knowmore, we support over 40% of CAC 40 companies in optimizing their user experience through our digital adoption solutions such as K-now and K-studio. These tools enable interactive training content to be integrated directly into business applications, to guide users and reinforceassimilation.

Key figures on UX

• 88% of users don't return to a site after a bad experience (source: Gomez, via Google).
  
• 70% of IT projects fail partially or totally due to insufficient user adoption (source: McKinsey).
  
• On average, €1 invested in UX generates €100 return on investment (source: Forrester).
  
  

Conclusion

User experience is a major performance driver in digital transformation projects. By placing it at the heart of their adoption strategy, companies can maximize the commitment, productivity and success of their projects.

👉 Want to improve the user experience of your business applications? Contact Knowmore to discover our digital adoption solutions tailored to your needs.